Job Description

Purpose
Be the single point of contact for parents and teachers - from pre-sales follow-ups to
post-admission onboarding, class continuity, and quick resolution of
academic/technical issues.
Core Responsibilities
Pre-sales enablement: Warm follow-ups via phone/WhatsApp/email; share
FAQs, seminar links, and counselling slots; update CRM.
? Onboarding: After admission, issue welcome kit (rules, pledge, timetable),
assist fee confirmation, set up LMS/app access, and run orientation.
? Parent helpdesk: Own queries on classes, schedules, assessments, and
policies; resolve directly or triage to Tech/Academic/Finance; keep the parent
informed until closure.
? Teacher assistance: Schedule classes/PTMs, manage WhatsApp groups,
share class lists, help with LMS uploads/attendance, and circulate quiz/exam
links.
? Continuity & discipline: Monitor attendance, homework submission, and
code-of-conduct adherence; trigger reminders and corrective actions.
? Issue management: Log tickets, set priority, follow SOPs, and close with
clear notes; escalate risks early.
? Reporting: Daily dashboard--tickets opened/closed, first-response time,
common issues; weekly insights to improve SOPs.
KRAs
? First-response time and resolution
? Class start-on-time % and access success rate.
? Parent CSAT after onboarding and at PTMs.
? Attendance and homework compliance follow-through.
? Ticket documentation quality; zero critical misses.

Skills Required